Mobile Banking Manage Card FAQs

Report a lost or stolen card, or cancel a card in the Mobile Banking App.

What is the Mobile Banking App Card Manage Cards feature?

The Manage Cards feature on the Mobile Banking App allows you to view all active cards associated with your membership and access handy features including:

Activate a card

Activate your new Visa Debit or Credit Card and get spending.


Cancel or place a card on hold

Misplaced card: Place a temporary hold on a misplaced card. Once you locate the card, you can unlock it. Existing recurring/pending payments will not be affected

Lost or stolen card: Cancel your card if it is lost or stolen

Damaged card: If your card is not working, you can report it as damaged and a new one will be ordered for you.


Block/unblock online, international in-store or all card payments

All card payments:  Choose to block all card payments.  Existing recurring/pending payments will not be affected

Online payments:  Choose to block transactions being performed online.  Existing recurring/pending payments will not be affected

International in-store purchases: Choose to block in-store international transactions if you're not travelling overseas. Existing recurring/pending/internet/Australian in-store payments will not be affected


Order a card

When you cancel or report a damaged card, a new card will be ordered for you automatically. If you've never had a card and wish to order one, contact us on 13 14 22.

How do I access the Manage Cards feature in the Mobile Banking App?

After logging into the App select ‘Manage Cards’ on the home page or in the ☰ menu. Select the card you would like to view and follow the prompts. 

Can I report a lost, stolen or damaged card using the Mobile Banking App?

Misplaced Card - Temporary Lock

If you have misplaced your card, you can apply a temporary lock while you look for it. 

  1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
  2. Select the card you would like to apply the lock to.
  3. Select 'Lock card’ and follow the prompts.
  4. To unlock the card once you have found it, select the card that has been locked and tap the button to Unlock the card.

Note: This lock can only applies to the card selected. Any additional cards on your account will not be locked.


Lost or Stolen Card

If your card has been lost or stolen, you can permanently cancel your card and order a new one.

  1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
  2. Select the card you would like to cancel.
  3. Select ‘Lost, stolen or damaged card’, then select ‘Lost or stolen card’ and follow the prompts.
  4. A confirmation screen will appear. Select 'OK'.
  5. Your card will be cancelled immediately and a new card will be ordered for you and sent within 7-10 working days.

Once you report your card as lost or stolen, you will no longer be able to use your physical card.  If your card has been loaded onto a digital wallet*, online store* or subscription service* which is linked to your card credentials, you will still be able to make transactions and your card details will automatically be updated when you activate your new card. 

*To cancel these contact us on 13 14 22


Damaged Card

If you have a damaged card, you can order a replacement by:

  1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
  2. Select the card you would like to replace.
  3. Select ‘Lost, stolen or damaged card’, then select ‘Damaged’ card.
  4. A confirmation screen will appear. Select 'OK'.
  5. Your card will be cancelled immediately and a new card will be ordered for you and sent within 7-10 working days.

Once you report your card as damaged, you will no longer be able to use your physical card.  If your card has been loaded onto a digital wallet*, online storeor subscription servicewhich is linked to your card credentials, you will still be able to make transactions and your card details will automatically be updated when you activate your new card.

*To cancel these contact us on 13 14 22


Alternatively, call 

Australia: 1800 076 037
Overseas: +61 7 4694 9139

Cancel a Card in Heritage Online

If you do not have the Mobile Banking App, you can cancel your card in Heritage Online and contact us to order a new card. 

More FAQs

Internet Banking Help Centre

Information on internet banking services, regular transfers, password maintenance and managing your details.